Title:  Team Leader

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Lead, coach, and motivate a team of Customer Service Representatives to consistently achieve service, quality, productivity, and customer satisfaction KPIs.
• Manage day-to-day contact centre operations and ensure service levels are consistently met.
• Conduct regular coaching sessions, performance reviews, and career development discussions.
• Monitor team performance and implement action plans to improve operational results.
• Analyze operational reports and recommend improvements to enhance efficiency and customer experience.
• Collaborate with Quality, Training, Workforce Management, and Customer Experience teams to drive continuous improvement.
• Foster a positive, engaged, and high-performing team culture through effective communication and recognition.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Diploma or Bachelor's Degree in any discipline.
• Minimum 2 years of experience leading a customer service or contact centre team.
• Proven experience managing KPIs, SLAs, productivity, quality, and customer satisfaction metrics.
• Strong coaching, people development, and stakeholder management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Fluent in both English and Mandarin (spoken and written) to support Mandarin-speaking customers and business stakeholders.
• Strong communication skills with the ability to influence, motivate, and engage teams.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.